NCC Best Practice Guidance 03.2023 - Flipbook - Page 13
leading & promoting the industry
2.2 VULNERABLE CONSUMERS
STANDARD
GUIDANCE FOR HOLIDAY PARK
This is what the park owner/operator
OWNERS/OPERATORS
should do for you the holiday caravan/
This is what the park owner/operator should
holiday lodge owner
follow to meet the Standard opposite
Park owners/operators will, at all times,
Your sales staff should understand the concept
ensure that they consider the evident, or
of consumer vulnerability and situations in which
declared, needs of holiday caravan/holiday
they may not be able to engage effectively or fully,
lodge owners in any situation in which they
and be trained on how to identify and support
may be unable to engage fully or effectively
customers in such circumstances
which may make them vulnerable.
You will ensure that vulnerable customers will be
provided with any extra information they require
to ensure they are not making any decisions with
incomplete data. Vulnerable customers will not
be intimidated into agreeing to purchase a holiday
caravan/holiday lodge or to have additional services
without their express approval. To ensure the
protection of customers deemed vulnerable (as per
the definition) you as a park owner/operator may
need to spend more time or effort in providing the
service.
A guide to identifying consumer vulnerability can
be found at https://www.businesscompanion.info/
focus/consumer-vulnerability.
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